How to Switch NDIS Providers: A Calm, Step-by-Step Guide

People are not going to change their NDIS providers when things get rough. They put up with it. Gone to work late. There are stories that are not reported. Infrequent updates from coordinators for three consecutive weeks. Eventually it becomes what everyone is used to and it remains the new normal until something changes.

The thing is, when it's done right, switching is not disruptive. The NDIS is about choice and it's okay to change providers. It's not the process that is difficult, it's the hard conversation or the worry that things will only get worse before they get better. Both are manageable.

This is the application guide. No drama, no scaremongering about the process. Only the steps that are effective.

Before You Switch: Is It Actually the Provider, or Something Else?

Honestly, before you change, you should take some time to think about it. Sometimes it is not a provider problem; sometimes it is a worker problem; sometimes it is a schedule problem; sometimes it is a service agreement problem; sometimes it is a misalignment problem that can be addressed through conversation. Common scenarios that are not "I need to change provider":

• One individual worker that is not well suited (can request a different worker without changing providers)
• Communication problems that have not been addressed with the provider's coordinator (most providers will accommodate if told)
• Agreements terms you missed on signing (may be renegotiated)
• Inconsistencies in the scope of supports (often discussions with provider will resolve this)

If you've expressed the issue clearly and have provided a reasonable amount of time for it to be resolved, then you deserve to be treated with respect and allowed to move on. If not, give the conversation a shot first. It is usually more economical, faster and less disruptive than switching.

The Four Real Reasons People Switch

The four main reasons for switching that emerged from a decade of platform data and interviews with participants are:

1. There is no more continuity of workers. The provider is unable (or unwilling) to provide you with the same worker consistently and the relationship is suffering.
2. Quality of care or expertise doesn't match your needs. The provider is a generalist, and you've had a need that has become specialist, or the quality has declined and the specialist has gone.
3. The provider is not responsive to admin. Reports don't come, invoices are incorrect, review paperwork isn't timely and calls are not returned.
4. The cost/value has changed. Provider has increased rates for no reason or you have discovered that you can receive the same support from another provider at a lower rate of your plan.

Any of them is a valid reason. There is no excuse for any of them.

The Eight-Step Switch

Step 1: Read your existing service contract

Identify the ending. Typically, most agreements have a notice period (which is typically 14, 21 or 28 days), the type of notice that must be provided (usually, same as the agreement, written, typically email), and the cost of cancelling the agreement (which is typically a percentage). Some will have lock-in periods, most will not but check. Your contract is the rules of the switch, it overrides goodwill in either direction.

Step 2: Align new provider in advance of alerting old provider

Do not leave the bridge behind before constructing the next one. Get your "new" provider in place, service agreement signed or, at least, drafted, start date confirmed, all the logistics worked out, before you give notice to your "old" provider. Support should really lapse between "leaving" and "starting" and you want them to be as close to zero as possible.

You may not know where to find the next provider, so our guide to choosing an NDIS provider goes through the questions you should ask, and things you should check before signing.

Step 3: Give written notice to the current provider

Email is fine. Be brief, professional and dated. Refer to the end of service clause of your service agreement. Specify your final date of service. Appreciate their efforts so far. Don't justify, don't apologise, don't get drawn into a back-and-forth about why.

A simple template:

This email is written to provide the written notice as per your service agreement and to confirm that your services will end with the provider on [date - not less than the notice period from today] and outline the handover steps needed. Thank you for all the support you have provided so far. [Your name]

Step 4: Sort out the handover

Ask for copies of documents, such as therapy notes, behaviour support plans, progress notes, assessments etc. if the provider has documentation of this. The NDIS Practice Standards and overall privacy legislation gives you the right to your records. Most will not charge you a fee to compile them, some providers will.

This information is required by your new provider. It saves them from having to repeat assessments and provides a consistency of approach.

Step 5: Make changes to your plan manager (if applicable)

If you use a plan manager, inform the plan manager about the new change and they will cease from processing outgoings with the old provider and begin with the new provider. They'll typically also want it in writing, a short e-mail confirming the dates is adequate.

If you are self managed, this will be done directly by your bank account and myplace portal. If you are NDIA-managed, you will need to let NDIA know, as they will deal with payment.

Step 6: Let the NDIA know when your plan needs to be updated

In most cases of a simple switch, nothing will need to be done to the NDIA, only the provider receiving the funding will change. However, if you are making a transition (such as from agency support to platform based independent worker) or changing the way your plan is managed, you may need to request a plan variation. Call the NDIA on 1800 800 110 if unsure.

Step 7: Make sure the new provider has all that is necessary

Service agreement signed. Documentation handed over. Start date confirmed. Workers added if applicable. The first time or shift scheduled and on the calendar.

Step 8: In the first month listen

A new relationship with a provider usually starts with a honeymoon phase, which can be deceptive. After week 6, you should know much more about whether or not the new provider is really better. DON'T assume that the switch was a good one, check it. If something's not right, raise it early, before patterns are set.

Common Worries About Switching, Addressed Honestly

Will my plan funding be impacted?

No. The grant is not to be reduced. Who's billing against it, what changes?

Will it leave any deficiencies in support?

Unless you fail to sequence it correctly. Align the new provider first; provide notice; make sure the new start date does not start before the date the old provider ends.

Will my current provider be pushy?

Most won't be. Some will. The service agreement has a benefit for both of you, they are obligated to honor termination terms and you are obligated to honor the notice period.

Is it able to be switched during the plan?

Yes. There is no need to wait for plan review/reassessment. The right to change providers is not a privilege, it is a right.

What if I am in SIL, may I change my spot?

Yes, but more complicated for SIL switches as they have implications for housing. Discuss transition plans with your support coordinator and new SIL provider.

What if I change and I get worse?

You can change back or to another person. There's no penalty.

One More Thing

If you are reading this, then you've already determined if the existing provider is the correct one for you or not. Trust the read. Staying at a provider who is not a fit is not only a financial burden, but also the degradation of thought, that things should be better than they are.

If you wish to view what other services look like before making your choice, you can view vetted independent support workers by suburb on Support Network. No obligation to convert, simply a means to find out what's available.